Circle Head- B2B

Role & responsibilities:

This position is responsible for wire line (NLD & Access) Service Assurance for wireline B2B Customer links and thereby directly contributing customer satisfaction. The position will also be responsible for enhancing efficiencies, mitigate risks, resolve issues and optimize cost savings, and to ensure that all deliverables are completed within SLA. Manager shall also work towards identifying, developing and implementing techniques to improve productivity.

Essentially the key focus area of this position will be

• Ensure customer SRs gets resolved within timelines along with compliance to norms through meticulous governance with all stakeholders.
• Driving teams to ensure compliance against defined goals and processes to meet customer requirements & achieve customer delight.
• Adhering to and developing process oriented approach within function.
• Develop a highly skilled and efficient team to drive customer satisfaction. Maintain high level of motivation and energy in teams.
• Institutionalize learning process by creating knowledge base and build culture of knowledge sharing in teams.
• Reporting of MIS/Dashboards to senior management/functional heads capturing areas of improvements, performance trends & bottlenecks
• Collaborating with business units to integrate business needs, interests, and objectives
• Effectively communicate with excellent interpersonal skills to ensure precise & timely communication to stakeholder

PRINCIPLE ACCOUNTABILITIES

B2B Service Assurance:

• Manage multiple simultaneous cross functional teams across various line of business and different products
• Ensure Customer data link service assurance and active approach to address the customer reported issues and puts in measures to avoid repetition
• Work end to end with the stakeholders for identification of problems / repeat reasons and ensure that all risks are prioritized and mitigation plans are put in place

CSAT Improvement:

• Drive team to ensue achievement of CSAT targets by devising and ensuring implementation of cross functional action plans
• Identifies and implement actions for self and team development.
• Consistently monitor and review, the KPIs and take action as required, to improve the same
• Process improvement:
• Define and Streamline approved processes to achieve business goals
• Continuously review of process efficiency and highlight the requirements to define / modify processes

Governance and Reporting:

• Engage with relevant stakeholders for successfully overcoming roadblocks and bottlenecks during the assurance of any service.
• Manage the process to ensure all Risks, Issues, dependencies and Progress are reported to all relevant stakeholders

MAJOR CHALLENGES

• Develop and maintain harmonious relationship with customer and stake holders in multiple stakeholder environment
• Understanding business need & time lines and drive projects for improved productivity
• Ensure performance standards
• Managing internal and external escalations and working on alternates for solution

Experience in Telecom, having experience in handling service assurance with flair of managing customer relationships / operations with strong service orientation. Good knowledge of Transmission Systems and possesses team building skills.